It is noted that computer users often do not take advantage of system shortcuts; instead they rely on familiar but less efficient methods for getting their work done. The authors examine a system that incorporates system-initiated online help to advise users of shortcuts for menu navigation. Subjects received either no advice messages or one of three advice message types, varying in timing and specificity, and subjects were assessed on their subsequent use of shortcuts. Results revealed that users who receive system-initiated advice take greater advantage of shortcuts and are able to complete their work more quickly than users who receive no system-initiated advice messages. Further, a majority of users reacted positively to the messages, finding them helpful in introducing shortcuts.
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